Our client, an International Bank, is looking for a EMEA CRM Banking Complaints to join their team in London on a FTC 12 months basis.This is a hybrid position.

Responsibilities include but are not limited to:

• Support the Complaint Manager with frontline staff complaints training.
• Monitor Complaints CRM
• Support the Senior Complaint Handling Manager carrying out good outcome testing using the Quality Assurance Tool.
• Deal with any complaints from the Financial Ombudsman Service
• Support the Senior Complaint s handling Manager with the implementation of Consumer Duty Framework.
• Support Retail and Business Banking (SME) with the operational of the Consumer Duty MI and Dashboard
• Support the business and maintain the Consumer Duty Dashboard
• To support the business to ensure regulatory compliance to Consumer Duty Principles
• Increase customer satisfaction.
• Understand customers and their specific needs.
• Provide support to customer experience reporting for working groups and seniors stakeholders.
• Give Administrative support RMs in managing the portfolio of High NetWorth Individuals and a number of non-borrowing corporate/business banking accounts to be their point person for communications in relation to complaints and facilitating communication in line with good customer outcomes.
• Support CBO/Head of Department in other administrative functions as and when delegated.

Skills and Experience:

• Managing a complaints function
• Strong ability to critically review and sense check data.
• Strong, positive interpersonal skills and excellent written and oral communication skills
• University Degree or Significant Relevant experience for the role
• Experience managing a Complaints CRM
• Experience managing Customer Experience software.
• Proficient in Microsoft Excel
• Proficient in Microsoft PowerPoint